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Support
Please first try to find the answer to your question in the section
User guide
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We have come up with the answers to the most frequently asked questions for you
Service F.A.Q.
VPS (Virtual Private Server) or VDS (Virtual Dedicated Server) is a service that provides users with a virtual dedicated server. In terms of operating system control, it mostly corresponds to a real physical dedicated server. Accordingly, it has root-access, private IP addresses, ports, filter rules and routing tables.
What is the Pay for Resources price plan? | |
You pay only for the resources used.
You add the funds to your balance and every day we charge our daily rate for the server taking into account the daily load.
This option is best used when the server requires significant standby computing capabilities at all times, but there is no point in paying for them 24/7.
Server parameters are updated every minute and the following measurements are made: total processor load (MHz), average amount of RAM used (per minute), information stored, amounted of data recorded/read, disk-related activities, information loaded/downloaded .
If no funds are available, the server is stopped.
Learn more
According to the Uptime Institute international classification, Tier III data center requires no shutdowns for equipment replacement and maintenance, unlike the first two standards (Tier I and Tier II). This is a fundamental feature ensuring your server’s reliability. To meet Tier III standard requirements, a data center should have a redundant delivery path for system power of the entire system and two cooling system pipelines. Our data center fully complies with Tier III standard. UPTIME level (fault tolerance) of our data center stands at 99.98%.
What connection speed do your servers have? | |
Our data center has three physical layer connections to various providers with access to M-9 and M-10. Each machine thus is guaranteed to have at least 100 Mbps.
What is the uptime of your servers? | |
What IP-addresses are provided? | |
All IP addresses are Moscow addresses and each server gets assigned its own static IP.
Please help me select configuration | |
Go ahead and take advantage of our free trial period. You can check out your desired configuration and only pay for the options you need in future. If you are not satisfied, then send a request to support@ruvds.com containing a description of your activities, so that we can choose the best configuration for you. We would be glad to help you out!
Trial period you do not need to pay for. The server’s functions are not limited during this period.
What servers are available for trial period? | |
Available for trial period are servers for less than $60 per month, with up to 4 CPU cores, up to 10 GB RAM, up to 300 GB drive and no more than 2 IPv4 addresses.
What is DDoS protection and who might need it? | |
The service may come in handy for the owners of websites, game servers and other public resources that may be subjected to an attack by their competitors. Websites are protected by an analytical system that scans your incoming traffic for any malware and eliminates it, thus you receive only legitimate secured traffic. The L3-L7 security can withstand a load of up to 1500 GBps.
I am a legal entity and I would like to work with you | |
To make working with legal entities easier, we have developed a special form. Please fill out the form providing information about your company (My Account - Settings - Personal Information - Edit Company Info). Once you fill out the form, you will be able to make invoices payable by the company. You will also find a digital service agreement in Personal Information, and in My Balance you will find statements of services rendered and reconciliation statements.
Personal Data Storage Law | |
All servers are physically located in Russia, our company was licensed by the Federal Service for Supervision of Communications, Information Technology and Mass Media, No. 137295 of 3o October, 2015 (Telematic Communication Services) and No. 137296 of 30 October, 2015 (Data Communication Services, Excluding Services Requiring Voice Data Transfer), that is why we fully comply with the federal requirements.
Where are the servers located physically? | |
What is the difference between a trial server and a paid one? | |
Trial period is in no way different from actual paid use, with the exception of traffic limitations: 150 GB per day will be available after the payment, see paragraph 2.5 of Annex 1 to the Public Offer Contract.
Payment & Services
Why are the prices so low? | |
We have made virtual server creation and monitoring as automated as it gets. We have exclusive electricity and telecommunications prices, as well as partnerships with equipment suppliers. And yes, we never overprice as we understand how important it is for our customers to save money while enjoying the same levels of quality.
What is included into the price of a hosting server? | |
The server itself, a dedicated channel with at least 100 Mbps, one IPv4 address, Windows Server® 2012 R2 licence, up to 2 simultaneous RDP connections.
Do I pay for a Windows license? | |
No, by default all the servers have a pre-installed activated Windows Server® 2012 R2. It is already included in the overall server price.
What is the minimum payment period? | |
You can pay for 1 month minimum.
How can I pay for a new server from my account? | |
Create a new server, then click the add funds icon to choose payment method.
What is a billing period? | |
Billing period equals the time you make server pre-payment for. By default, billing period is 1 month. However, you can choose a longer period and get a discount!
How can I change the billing period? | |
When paying for a server in Order section, choose a Hosting Period you want. You will then see the total sum with a discount for the additional time. Please note that new conditions will be applied only once your current billing period expires.
Does the customer pay the service fee? | |
No, the service fee is paid by RuVDs.
I have made the payment, but the sum was not added to my balance | |
Please note that payment processing can be slow for a variety of reasons, both by RuVDS and by your payment system. In any case, we can guarantee that your payment will not be lost and will be added to your account. Please contact us at support@ruvds.com to speed up the processing.
Will the server hosting be extended automatically if the funds are sufficient? | |
Yes, we provide an automatic payment program for the services rendered as long as they are enabled and you have sufficient funds on your account.
How do you charge for your services? | |
Every once in a while we check the servers which are scheduled for payment. If there are sufficient funds on your account, the sum will be deducted automatically. If funds are insufficient, we will have to disable the service until it is paid for. In this case, you will receive a notification both on your account and via e-mail. Please note that if your website is paid for 1 year, for example, and you have sufficient funds for 1 month only, then we will deduct 1 month payment from your account (with no discount for a longer hosting period), and will continue to provide you the services.
How can I extend server hosting from my account? | |
Payments are deducted automatically at the end of the current billing period.
Can third parties pay for my server? | |
Yes, they can. Please find a link for third party payments in your account under My Balance.
How can I return unused funds? | |
In accordance with the Public Offer Contract, we will issue a refund in case the contract is terminated. In this case, please send us an application to terminate the contract, request for a refund and account details at support@ruvds.com. Please note that we withhold 10% of your total refund amount to pay for our expenses when processing your payment & refund.
I have a promo code I want to use. How do I do that? | |
Please find Promo Code under Order section. Enter your promo code and get a fixed discount for your server.
I cannot use the promo code for another server | |
Our internal regulations specify that a certain promo code can only be applied to one virtual server per customer.
Why is my promo code not applying? | |
It is most likely that the promo code was compromised and was therefore blacklisted.
Are there other available OS besides Windows Server® 2003 and 2012? | |
I need more simultaneous RDP connections | |
Please contact our support team via support@ruvds.com and specify how many connections you need. We will resolve this issue asap.
How can I activate DDoS protection? | |
You can activate the service when ordering a server in your account. If you want to activate DDoS protection for an existing server, please send a request to support@ruvds.com and we will resolve the issue asap. Please note that your server’s IP address will change and it will require a reboot.
Do you provide software installation services? | |
No. Of course, the more services we offer the better, but we cannot be experts in all types of software, so we do not give consultations about settings or install any software, except for the basic dedicated server software.
Do you have a pay later payment option? | |
You can rent software licenses. Click here for more information. You can also contact us at support@ruvds.com and we will resolve this issue.
Unfortunately, we cannot help you with that. You set up all the software & services for your server on your own.
Server Blocking
I was blocked for violating paragraphs 4.4 and 4.5 the Public Offer Contract | |
Please contact us at support@ruvds.com and provide information about your activities. Please note that parsing, spam, mining and other malicious activities are prohibited as they jeopardize our resources and reputation.
Any exceptions as to activities verification? | |
No, we make no exceptions as it jeopardizes other users and creates reputational risks for the company.
When will my servers get blocked in case of non-payment? | |
If no payment is made, we immediately block the servers (we notify customers about due payments several days in advance, which leaves them enough time to make the payment and avoid server blocking for non-payment).
When will my servers be deleted for non-payment? | |
Trial servers are deleted one day after being blocked for non-payment, while paid servers are deleted after seven days of non-payment.
My trial server was blocked | |
Blocked trial servers will be activated only after its intended use is approved and the payment is made (trial period terms and conditions do not allow for the server to be enabled without payment).
My server was blocked in accordance with paragraphs 2.3 and 2.4 of the Public Offer Contract | |
Please contact us at support@ruvds.com and specify your username, server number and intended use.
High incoming junk traffic detected | |
Please contact us at support@ruvds.com and specify your username and server number.
My server was blocked for exceeding the limits | |
Please contact us at support@ruvds.com and specify your username, server number and intended use.
All newsletters should be previously agreed. Contact us at support@ruvds.com and specify: - Mailing channels (E-mail, SMS, etc.)
- Source of newsletter addresses (website name and subscription details, for example)
- Mailing frequency
- Number of letters in each mailing
- Letter size (KB)
- Attachments size (if any) (KB)
- Mailing software.
In case of a violation (newsletters without prior approval), the server will be disconnected with no refund.
All kinds of fraud are prohibited. Please read the following terms of the Public Offer Contract: 2.3 The following is prohibited: 2.3.4 Storage of projects and services related to: *Generating any kind of junk traffic (to equalize traffic ratios for another hosting provider, cheat any rating systems, deceive search engines or any other systems, etc.)
Technical F.A.Q.
I have ordered a server, but nothing happened | |
Please contact us at support@ruvds.com. Your server is not lost, but others users might be queueing to create servers and that leads to a delay.
What is the maximum number of connections to the server? | |
Not more than 2 without additional RDS-CAL licenses.
How can I access my newly created server? | |
Open the Remote Desktop Connection Manager: Start – Program – Common – Remote Desktop Connection or just use Win+R keyboard shortcut and type command mstsc in Run and see connection options. Now enter the IP address you were provided with, username (usually it is Administrator) and password (which you can find under the respective server in your account’s My Servers, as well as in the e-mail about server creation sent to you). Please note that you should enter the username yourself, as opposed to using the built-in Administrator account like some Windows versions suggest).
My server is under attack | |
It is most likely that you own either a popular website or a game server, or some other kind of a popular resource. We suggest you use our DDoS protection service ($8 per month). It will help to protect your site against attacks and you will receive only legitimate traffic. The L3-L7 security works 24/7.
I need a different OS language | |
Select any available language for the OS installed. Go to: Start – Control Panel – Clock, Language and Region – Language Click the Options button next to your desired language, for example, Russian Then click Download and install ... in the window. Once the installation is complete, go back to Options and select Make this language primary next to the language you downloaded You will be asked to to log out and then log in again. You language is now changed to the one you selected.
I do no have the resources I need, what should I do? | |
Feel free to switch to a more powerful configuration in your account.
How can I change my server’s configuration? | |
You can change the configuration in your account.
I want my IP addresses to belong to different subnets | |
Please contact us at support@ruvds.com and we will resolve this issue asap.
My incoming traffic has suddenly increased. What should I do? | |
It is most likely that your server is under attack and you need DDoS protection. We suggest you activate the service. Contact us at support@ruvds.com and we will resolve this issue asap.
How can I turn off Firewall? | |
You cannot turn off Firewall. We can disable your server in case of violation. However, you are free to open any ports you want.
I have Windows XP and I cannot connect to my server | |
Please contact our support team at support@ruvds.com.
Is it possible to change the IP address provided? | |
IP address can only be changed via a substantiated request. Please describe why you need to change the IP address and why you cannot use the existing one. Contact us at support@ruvds.com.
I did not receive a confirmation code on my phone | |
If you did not receive a call, you can contact us at support@ruvds.com for verification.
DDoS protection activation for the server | |
To activate the protection service, you need to have at least 400 RUB on your balance (for every 0.5 Mbps of average input load). Once the service is activated, your server's IP address will be changed.
Switching to a different drive (SSD/HDD) | |
To change your drive to the SSD/HDD, contact us at support@ruvds.com (make sure to add the funds necessary for such the switch to your account), and we will resolve the issue.
How can I open ports on my server? | |
I cannot see the amount of disk space I ordered | |
Go to Start -> Control Panel -> Administrative tools -> Computer Management -> Disk Management. Right-click on C drive and select ExtendVolume.
Network Level Authentication (Windows XP) | |
Slow desktop response may indicate your physical remoteness from our data center or lack of stability / low internet speed.
If you encounter a network problem, please contact us and specify: - what is wrong, how often does it happen, the exact time and duration
- how the problem manifests itself
- screenshots of PING and TRACERT commands from you to your server
- your IP (can be found here https://www.whatismyip.com)
Internal RDP client error has occurred. We suggest you update your client or your OS or try another device.
Authentication error has occurred. Check your username and password. Enter the password manually rather than just copy and paste it.
Backup is an additional service which you can activate by contacting our support team. Please specify: - your login and server number
- backup interval
a) every N days b) weekly (for example, every Saturday) c) monthly - amount of space for backups
Number of backup copies stored depends on the amount of purchased space. For example, if your server drive is 100 GB and you want to keep the last 5 copies, then specify 500 GB for backups. If one copy is enough, then specify the amount equal to the drive size of your server. Backups will run automatically at night from 03:10 to 04:30 (Moscow time) on the days you specified. Price: $0.08 per 1 GB of drive space.
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